Loyalty FOH Operations

This section describes the Front-of-House (FOH) interaction with the Loyalty program. The goal of the Loyalty program is to reward the customer for their patronage. For the Loyalty member to receive the highest awards earned at the time of their visit, you must complete the check prior to assigning the member to the check. A completed check contains all ordered items, applied comps and promos from the Aloha POS system, and voids, if applicable. If you do not complete the check before assigning a member, you must remove the member from the check, complete the check, and then re-assign the member to the check to determine the correct award.

The Loyalty program uses the Assign Member and Member Report buttons on the FOH with Aloha Table Service and Aloha Quick Service. For Table Service installations, locate the Assign Member and Member Report buttons on the Close screen.For Quick Service installations, these buttons could have a different name, and can be placed anywhere on a panel. You will have to locate the panel on which they were placed. The text and the function of the Assign Member button toggles from Assign Member to Un-assign Member to Re-assign Member and back to Assign Member, depending on the assignment state.When you assign a Loyalty member to the check, the system passes the member information to the Loyalty program, which determines the awards, if any, for which the member qualifies. The Loyalty program sends the information back to the Aloha POS system, and depending on the bonus plans in which the member participates, any or all, of the following may occur:

•

The system applies any real-time discounts for which the member is eligible to the guest check. It is possible for the system to discount an item multiple times, depending on the configuration of the Loyalty bonus plans. The Loyalty program provides the text that shows on the on-screen and printed check.

•	The system prints message text, including member information, on the guest check when you print or reprint the guest check. The guest check message prints directly above the footer of the guest check.

•	The system prints a voucher for the member to receive a discount on a future visit. Vouchers print on a local receipt printer, and if the customer qualifies for more than one voucher, they all print together as one.

Regular comps and promotions defined in Aloha Manager discount the price of the check accordingly. You can further discount the price if the guest qualifies for a real-time promotion or comp configured in the Loyalty program.

PROMOTION SCENARIO: A guest orders a ‘buy one burger, get one burger free’ (BOGO) promotion that discounts one burger on the guest check to $0.00, reducing the check amount to $10.00. Upon payment, the guest presents a Loyalty card. When you assign the guest as a member to the check, the system determines the guest also qualifies for a Loyalty real-time discount in which they receive a $3.00 discount if there are two burgers on the check. The Loyalty program returns with the additional discount of $3.00, reducing the check to $7.00.

COMP SCENARIO: A guest orders a beer with their meal. Upon payment, the guest presents a military ID card, and a Loyalty card. The manager comps 15% off the check, according to store policy. When you assign the guest as a member to the check, the system determines the guest also qualifies for a Loyalty real-time discount in which they receive a free beer on every tenth visit. The Loyalty program returns with the additional discount for the amount of the beer.

The following is the standard sequence of operation, when using Loyalty:

1.	Start a table (Table Service), or start a check (Quick Service).

2.	Add and order items on the check.

3.	Apply a comp or promotion to the check, if applicable.

4.	Perform a void to the check, if applicable, to the check.

5.	Assign a member to the check.

6.	Apply a tender to the check.

7.	Close the check.

Loyalty Rules

• You cannot assign more than one member to a check.

• You cannot close a check when a member is unassigned to the check. To close and remove a member, delete the member from the check.

• You cannot assign a member to an empty check or to a check with unordered items.

• You can use an Stored Value tender to assign a member and attempt to tender the check in the same process.

• You can combine, split, and transfer checks where one check contains a member and the other check does not.

• You cannot transfer a member to another check.

• You cannot assign a member to a refund check.

• If a check has a member assigned or un-assigned to it when the End-of-Day (EOD) occurs, the system deletes the member from the check and closes the check to cash without any awards credited to the guest.

• In a 24-hour operation, when the EOD occurs while a member is assigned or un-assigned from the check, the system closes the check and reopens it for the new business date, with the same assignment state.

Assigning a Member to a Check

After you add all items to the check and make necessary modifications, you must assign a member to the check for the member to earn credit for a bonus program and to earn points. For Table Service installations, locate the Assign Member button on the Close screen. For Quick Service installations, you must locate the panel on which the Assign Member button was added.

To assign a member to a check:

1.

With the check displayed on the screen, locate and touch the ‘Assign Member’ button. For Table Service installations, you must touch Close to display the Close screen and touch Assign Member. For Quick Service installations, you must locate and touch Assign Member from a panel. The Assign Member screen appears.

2.	Slide the Loyalty card across the mag reader, or enter the card number, and touch OK.

If you encounter the Manager Approval screen, a manager, or an employee with sufficient access, must enter a password, and touch OK. Enter the entire card number and verify the number you enter on screen matches the card before pressing OK.

If the message, “The Member has reached the Max Visit per day threshold” appears, select Yes to accept the additional visit, or select No to end the procedure. You must have sufficient access to approve the assignment.

Upon approval, the system assigns the member to the check. The guest check reflects the name of the member, and all real-time discounts for which the customer qualifies, and/or an additional voucher prints indicating a qualifying award or message.

3.	Apply payments to the check, as normal, until the amount you enter is sufficient to cover the check amount. For Quick Service installations, the check is usually configured to close and start a new order. For Table Service installations, the Close button appears in the center.

4.	Touch Close to close the check.

The member information prints on the guest check, and all other awards print depending on the configuration of the bonus plans associated with the Loyalty card.

Using the Look-up Screen

You can assign a member to a check by using the Look-up Member screen, in cases where the guest has forgotten their Loyalty card or the card is unreadable. You can enter a string of numbers or letters, using the appropriate keypads, to query all searchable fields defined in the Loyalty program. We recommend verifying the address, or other identifying information of the guest, to ensure you have found the correct member.

To assign a member to a check using the Member Look-up screen:

1.	With the check displayed on the screen, locate and touch the ‘Assign Member’ button. For Table Service installations, you must touch Close to display the Close screen and touch Assign Member. For Quick Service installations, you must locate and touch Assign Member from a panel.

2.	Touch Member Info. The Look-up Member screen appears.

3.	Touch a number or string of numbers on the numeric keypad, or touch a letter or string of letters on the alphabetic keypad, and touch OK. The Processing Member Look-up screen appears.

The system returns with a screen of all potential matches.

This queries all searchable fields, as defined in the Loyalty program. For example, if you enter ‘BOB’, Loyalty responds with all potential matches for ‘BOB,’ found in any field defined in Loyalty, such as ‘Name’, ‘Address’, and ‘Company’.

4.	Select the member and touch OK. For Table Service installations, you are returned to the Close screen.

If you encounter the Manager Approval screen, a manager, or an employee with sufficient access, must enter a password, and touch OK. Enter the entire card number and verify the number you enter on screen matches the card before pressing OK.

If the message, “The Member has reached the Max Visit per day threshold” appears, select Yes to accept the additional visit, or select No to end the procedure. You must have sufficient access to approve the assignment.

Upon approval, the system assigns the member to the check. The guest check reflects the name of the member, and all real-time discounts for which the customer qualifies, and/or an additional voucher prints indicating a qualifying award or message

5.	Apply payments to the check, as normal, until the amount you enter is sufficient to cover the check amount. For Quick Service installations, the check is usually configured to close and start a new order. For Table Service installations, the Close button appears in the center.

6.	Touch Close to close the check.

The member information prints on the guest check, and all other awards print depending on the configuration of the bonus plans associated with the Loyalty card.